Training employees can be a hot topic for managers who need to get team members up and running—or keep them on track. Here are some tools and techniques that can help.
Social learning is proving to be a successful way to help your employees get the training they need to be successful. Here’s how you can take advantage of this up-and-coming trend.
Customer service managers play an important role in your customer experience. Here’s how to offer the training they need.
Team lagging behind on digital skills? Here’s how to train them.
The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]
A trend that’s taking customer service centers by storm is hiring remote agents. Traditionally, a call center has been a physical office location where managers can work closely with agents to resolve customer problems. Today, better technology is making remote agents a viable and affordable possibility. Here’s a closer look at the trend and how […]
As customers increasingly demand online support options, companies are looking at e-mail and text-based chat to provide maximum flexibility to customers. Yet, a desire on the part of many customers for a more human touch has led brands to evaluate whether or not video chat is a viable model for their customer support. Using software, […]
There are two key functions of managers in the call center: One is keeping operations running smoothly day to day, and the other is addressing issues that arise that can’t be resolved by interactions with a standard customer service agent. It’s important that executives ask: Are your managers sufficiently trained for an escalation scenario? Here […]